Zendesk Suite
ZendeskExternal reviews
6,503 reviews
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A Smooth & Steady Customer-focused platform for the long haul
What do you like best about the product?
I love the flexibility of Zendesk the most. There really hasn't been something that we haven't been able to do yet. Essentially, the tool allows us to stay ahead of business needs in supporting our customers. This is done with things like multi-tenant and multi-lingual support inside of a single platform. The workflow options are sophisticated and with the proper planning you can support a wide array of ticket flows.
We've been able to go from a single team of less than five people to 75+ people using Zendesk at the company. The investment they make in the product is visible and has allowed us to "enjoy" the tool over time as it keeps growing with the times so to speak.
The integration with GoodData is legit and allows deep insights into the performance of your team and workflows. Key component of the application.
We've been able to go from a single team of less than five people to 75+ people using Zendesk at the company. The investment they make in the product is visible and has allowed us to "enjoy" the tool over time as it keeps growing with the times so to speak.
The integration with GoodData is legit and allows deep insights into the performance of your team and workflows. Key component of the application.
What do you dislike about the product?
There are few items that I don't like about the product but those are mainly centered around the price point in which we're currently at. It would be good to have a bit better options for ticket statuses and flexibility on the spacing of the UI ( I would love a compact mode).
What problems is the product solving and how is that benefiting you?
We're solving the need: for unified communication for internal and external conversations, integrations into trello and zendesk, easy of use for a team with a wide range of skills, and integration into our own products.
We've capitalized on the custom app development they allow which has added to the productivity of our team by allow us to streamline some workflows and pull in third-party information. This area of the product allows it to expand and meet specific organizational needs, assuming you have the developers available.
We've capitalized on the custom app development they allow which has added to the productivity of our team by allow us to streamline some workflows and pull in third-party information. This area of the product allows it to expand and meet specific organizational needs, assuming you have the developers available.
Recommendations to others considering the product:
Zendesk works great when you buy into their whole ecosystem. Their pricing can be a bit higher but the value is really there, so make sure that you have a long-view of support the investment needed. They truly want to build a great product and it shows over time.
Zendesk is a great solution for support teams to use to manage and tier tickets
What do you like best about the product?
Zendesk is very good at managing tickets and providing updates to the parties involved. Its email integration makes is super simple to keep track of tickets. Additionally, we use the automated bot feature that suggests answers to user's tickets. This is why the seamless integration with Support articles is nice.
What do you dislike about the product?
No real dislikes. It does the job and does it well. Tiering tickets, tracking SLAs, and updating ticket statuses are all easy.
What problems is the product solving and how is that benefiting you?
Before Zendesk, tickets were managed via email with no tracking system. Because of this, our team was bogged down and kept losing track of the tickets they were working on. Establishing a queue is the best part of using this software.
One organized, collective inbox
What do you like best about the product?
I love that we can search an email address and see all the emails that are generated from that one address. It's so nice being able to pull up all communications and get a quick picture of the customer experience so far.
What do you dislike about the product?
I don't like the merging process when combining multiple tickets. On the customer side too, the notifications of the "ticket" is confusing.
What problems is the product solving and how is that benefiting you?
Quicker resolution times.
The best live chat
What do you like best about the product?
I like that I can implant a talk gadget on my site and when a guest goes to my site I can engange them through the live visit and after that from my zendesk dashboard I get usefull data.
What do you dislike about the product?
The vast majority of the usefull highlights are accessible on the expert arrangement.
What problems is the product solving and how is that benefiting you?
We use Zendesk talk to offer help to our customers on our site and since we began utilizing Zendesk visit we have seen an expansion in transformation rates.
Recommendations to others considering the product:
On the off chance that you need a decent and simple approach to collaborate with your customers in realtime at your site then zendesk visit is the product for you.
Very Helpful for Successful Businesses
What do you like best about the product?
I like how it shows up on my company’s website , it looks very professional and i just love it!
What do you dislike about the product?
I don’t dislike anything about it, it’s absolutely fun and professional for customers questions
What problems is the product solving and how is that benefiting you?
At first it was hard , because it’s a lot of thing you have to do, but it was fine .
Occasionally buggy but great features
What do you like best about the product?
Lots of reporting options, continuous updates
What do you dislike about the product?
Occasional visibility issues where agents can't see other agents
What problems is the product solving and how is that benefiting you?
Responding to customers while having integrated supported
CRM tool best for startups
What do you like best about the product?
What's not to like? Chat support, macros, integration with other apps like Talkdesk, Confluence and Salesforce. Zendesk does everything a support and success team needs for solving client issues.
What do you dislike about the product?
I haven't found anything I don't like about Zendesk. The support team for Zendesk is phenomenal. Knowledge base articles are constantly updated. The system is easy to use.
What problems is the product solving and how is that benefiting you?
Zendesk allows our team to be able answer questions or solve issues clients have with our system. Zendesk tracks our SLA's so we can continue to be on the spot with our contractual agreements with our clients.
Zendesk was always completely efficient and kept work productive
What do you like best about the product?
Zendesk is a streamlined way to formulate questions internally. Instead of an unorganized ticketing system, you were able to remain productive during the work day, knowing your questions will get answered.
What do you dislike about the product?
No dislikes with Zendesk, it was always very functional
What problems is the product solving and how is that benefiting you?
No problems
A Great CSE Product!
What do you like best about the product?
Zendesk is an omni channel solution for our service desk. It is flexible and allows you to build out what you need. It is very stable and has excellent service and support for our service and support team!
What do you dislike about the product?
We constantly find that we need more agent seats!
What problems is the product solving and how is that benefiting you?
ZenDesk allows all of our incoming support tasks to be centralized no matter what channel they come through :)
Giacomo's review
What do you like best about the product?
Commercial support and the fact that it speaks your language
What do you dislike about the product?
A little too costly , that is the reason why we discarded the software.
What problems is the product solving and how is that benefiting you?
We are still not using the software, we are in a phase in which we are still evaluating to invest in order to use it.
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